Good help desk software as long as the configuration is well thought out
Value for Money
I've used HEAT for many years and it is very easy to create requests. I've found it a bit limited on the reporting side and have used Crystal Reports in order to provide the kind of reports I'm looking for. In order for it to be effective and for reporting to be accurate, it does require that the configuration be well thought out when it is setup.
It is easy to use and has some nice canned reports. It can also integrate with the ACD system to streamline the creation of requests.
Reporting is a bit limited and I have to use Crystal Reports to offset that. In addition, if the configuration is not setup correctly it will not be easy to pull accurate reports on which to determine achievable SLAs.